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8/7/2019 (White Paper) BMC Remedy IT Service Management 7.0 Integrations
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White Paper
September 27, 2006
BMC Software Inc.
BMC Remedy IT Service Management 7.0
Integrations
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BMC Software, Inc.www.bmc.com
BMC Software Inc.
Copyright 19912006 BMC Software, Inc. All rights reserved.
BMC, the BMC logo, all other BMC product or service names, BMC Software, the BMC Software logos, andall other BMC Software product or service names, are registered trademarks or trademarks of BMC
Software, Inc. All other trademarks belong to their respective companies.
BMC Software, Inc., considers information included in this documentation to be proprietary andconfidential. Your use of this information is subject to the terms and conditions of the applicable end userlicense agreement or nondisclosure agreement for the product and the proprietary and restricted rightsnotices included in this documentation.
Restricted Rights Legend
U.S. Government Restricted Rights to Computer Software. UNPUBLISHED -- RIGHTS RESERVED UNDER THECOPYRIGHT LAWS OF THE UNITED STATES. Use, duplication, or disclosure of any data and computer software by theU.S. Government is subject to restrictions, as applicable, set forth in FAR Section 52.227-14, DFARS 252.227-7013, DFARS252.227-7014, DFARS 252.227-7015, and DFARS 252.227-7025, as amended from time to time. Contractor/Manufacturer isBMC Software, Inc., 2101 CityWest Blvd., Houston, TX 77042-2827, USA. Any contract notices should be sent to this address.
Contacting Us
If you need technical support for this product, contact Customer Support by email atsupport@remedy.com. If you have comments or suggestions about this documentation, contactInformation Development by email at doc_feedback@bmc.com.
This edition applies to version 7.0 of the licensed program.
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Known Error records . . . . . . . . . . . . . . . . . . . . . . . . . 37
KnownError_Submit_Service. . . . . . . . . . . . . . . . . . . . . 37
KnownError_Modify_Service. . . . . . . . . . . . . . . . . . . . . 40
KnownError_Query_Service and KnownError_QueryList_Service Functions 42Solution Database records . . . . . . . . . . . . . . . . . . . . . . . 44
Solution_Submit_Service . . . . . . . . . . . . . . . . . . . . . . 44
Solution_Modify_Service . . . . . . . . . . . . . . . . . . . . . . 47
Solution_AddKeyword_Service . . . . . . . . . . . . . . . . . . . . 49
Solution_Query_Service and Solution_QueryList_Service Functions . . . . 50
Chapter 4 Change Management . . . . . . . . . . . . . . . . . . . . . . . 53
Change_Submit_Service . . . . . . . . . . . . . . . . . . . . . . . . 54
Change_Modify_Service . . . . . . . . . . . . . . . . . . . . . . . . 58
Change_Query_Service and Change_QueryList_Service Functions . . . . . 62
Chapter 5 Asset Management . . . . . . . . . . . . . . . . . . . . . . . . 65
AST_PurchaseOrder_WS and AST_PurchaseOrder_WS_noDate . . . . . . 66
Update_PO_Confirmation . . . . . . . . . . . . . . . . . . . . . . 67
Get_Specific_PO . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Get_List_Of_New_POs . . . . . . . . . . . . . . . . . . . . . . . 70
AST_PurchaseOrderInterface_WS . . . . . . . . . . . . . . . . . . . 71
PO_Modify_Service . . . . . . . . . . . . . . . . . . . . . . . . . 72
PO_Query_Service . . . . . . . . . . . . . . . . . . . . . . . . . 73PO_GetListofNewPO_Service. . . . . . . . . . . . . . . . . . . . . 74
Chapter 6 Task Management . . . . . . . . . . . . . . . . . . . . . . . . 77
Web service function overview . . . . . . . . . . . . . . . . . . . . . 77
Query operations . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Modify operations . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Integrating applications with tasks. . . . . . . . . . . . . . . . . . . . 89
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Introduction 5
Chapter
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1Introduction
This paper is for people who administer any of the BMC Remedy IT ServiceManagement 7.0 (BMC Remedy ITSM 7.0) applications or modules and who
want to use the associated application interface forms to enable externalapplications, such as web services, to create, modify, and search for ticketswithin the BMC Remedy ITSM 7.0 applications.
This paper focuses particularly on web services. For information about otherintegration types, see the BMC Remedy Action Request System(AR System) guide, AR System 7.0- Integrating with Plug-ins and Third-Party Products.
To take full advantage of the information presented in this paper, you need aworking knowledge of the AR System and the BMC Remedy ITSM 7.0applications common foundation.
The applications covered by this paper include:
BMC Remedy Service Desk: Incident Management 7.0 (IncidentManagement).
BMC Remedy Service Desk: Problem Management 7.0 (ProblemManagement).
BMC Remedy Change Management 7.0 (Change Management).
BMC Remedy Asset Management 7.0 (Asset Management).
A section that discusses integration with the BMC Remedy Task
Management (Task Management) module is included, also.
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The information contained in this paper includes:
Descriptions of the interface forms inputs and outputs.
Descriptions of the web services inputs and outputs, (which provide a real,working example of how to use the interface forms).
Integration methods
You can integrate applications with BMC Remedy ITSM 7.0 using any of thefollowing methods:
Web services clientMoves information in and retrieves informationfrom ITSM applications.
BMC Remedy APIsFor information about this method, see BMCRemedy Action Request System 7.0 - C API Reference.
LDAP IntegrationImports existing user names so you can grantpermission to access applications.
Vendor and View FormsRetrieves and displays data from external datasources in ITSM applications.
XML Import and ExportUsing XML, data and view definition files canbe imported and exported into and out of AR System. This allowsadministrators to localize data easily and to share data across databasesand applications not related to BMC Remedy applications and their
databases. ODBC type integrationsFor example: Excel integration based on
AR System that imports user names into the ITSM foundations Peopleform.
Use the integration forms to create, modify, and query information aboutBMC Remedy ITSM 7.0 through web service clients or through third-partyapplications that use the standard Remedy API. For more information about
how integrations work, see the AR System guide, AR System 7.0- Integratingwith Plug-ins and Third-Party Products.
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Associating entries with configuration items 7
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Using web services
Web services are the most efficient way of integrating with BMC RemedyITSM 7.0, because they eliminate the need to create API applications. Withweb services, you use a web services client to access the web services functionsavailable in ITSM 7.0 (customers, however, can choose to develop their ownweb service client application).
For example, an event occurs in an event based system that causes the webservices client to connect to BMC Remedy ITSM 7.0 and create an Incident,Problem, Change, and Purchase Order ticket.
Using BMC Remedy APIs
Using various BMC Remedy APIs (Java API, C API, and Plug-ins), you canintegrate a third-party application with BMC Remedy ITSM 7.0. Using thefield reference tables listed later in this paper, you can determine what fieldsare needed to create, modify, and query Incident, Problem, Change, and
Purchase Order tickets.For example, if you use a third-party application to identify incidents in asystem, but have no way of tracking them, you can access BMC RemedyIncident Manager from the third-party application and create an incidentticket by way of the BMC Remedy APIs.
Associating entries with configuration items
Anytime you create an incident or infrastructure change entry, thearchitecture allows you to associate a configuration item (CI) with the entry.
When an association is created, the association information is sent to thefollowing forms:
AST:CMDB Associations
HPD:Associations
CHG:Association
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When associating a CI with an incident or infrastructure change entry, youmust provide the following two input values:
CI NameThe name of a CI (as it appears on the Name field of an Asset
record). For example, CI Name: Desktop Computer
Lookup KeywordThe ClassId of a CI (as it appears on the ClassID fieldof an Asset record). For example, Lookup Keyword: BMC_COMPUTERSYSTEM
Work information creation
You can create work information entries any time you submit or modify aticket. Do this by placing values in the work information fields. For a list ofthe work information fields required to do this using an external applicationintegration, see Table 2-2 on page 14 and Table 2-4 on page 20.
Note: You cannot add work information entries for the Asset Managementapplication.
Creating a service request entry
Requests for the Change Management and Incident Managementapplications are created by the Requester Console in BMC Remedy ITSM 7.0.For information about Service Requests, see the Incident Management users
guide, BMC Remedy Service Desk: Incident Management 7.0 Users Guide.
Mapping assignments
To make sure Submit operations complete successfully, you must define theassignment mappings for each module. These mappings are defined in theCFG:Assignmentform, which you access through BMC Remedy User. Youneed administrator permissions to modify this form.
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Web service function mapping 9
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Web service function mapping
The following table lists the available web services and their corresponding
functions.Table 1-1: Web service function mapping
Web service name Functions within the web service
HPD_IncidentInterface_Create_WS HelpDesk_Submit_Service
HPD_IncidentInterface_WS HelpDesk_Modify_Service
HelpDesk_Query_Service
HelpDesk_QueryList_Service
CHG_ChangeInterface_Create_WS Change_Submit_Service
CHG_ChangeInterface_WS Change_Modify_Service
Change_Query_Service
Change_QueryList_Service
PBM_ProblemInterface_Create_WS Problem_Submit_Service
KnownError_Submit_Service
Solution_Submit_Service
PBM_ProblemInterface_WS Problem_Modify_Service
Problem_Query_Service
Problem_QueryList_Service
PBM_KnownErrorInterface_WS KnownError_Modify_Service
KnownError_Query_Service
KnownError_QueryList_Service
PBM_SolutionInterfaceWS Solution_Modify_Service
Solution_Query_ServiceSolution_QueryList_Service
Solution_AddKeyword_Service
AST_PurchaseOrder_WS Update_PO_Confirmation
Get_Specific_PO
Get_List_Of_New_Pos
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Functions
This section provides a brief overview of the functions described in thispaper.
Submit functions
Submit functions are how you create a record. For example, opening a formin New mode, then saving it as a new record. Each subsection describingsubmit functions contains the following tables:
Required input field values.These fields are required and a record is not created if they have nullvalues.
Optional input field values.
These fields are not required to create an entry, but they might need to bepopulated, depending on in which status the entry is to be created. (See the
Notes column in each table for more information about specific fields).
AST_PurchaseOrder_WS_noDate Update_PO_Configuration
Get_Specific_Confirmation
Get_List_Of_New_Pos
AST_PurchaseOrderInterface_WS PO_Modify_Service
PO_Query_Service
PO_GetListofNewPO_Service
TMS_TaskInterface QueryTaskOnly
QueryTaskPlusWorkInfo
QueryTaskPlusRelationships
QueryTaskPlusRelationships
AndWorkInfo
UpdateTaskOnly
UpdateTaskAndWorkInfo
Table 1-1: Web service function mapping (Continued)
Web service name Functions within the web service
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Sample Code 11
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Fields set by workflow.
The values in these fields are generated by workflow that is triggered by theinput fields (required and optional) only. When using web services, they
are not exposed to the user.
For example, the Priority field value is calculated when you populate theImpact and Urgency fields.
When a record is created successfully, the newly created record ID isreturned.
Modify functionsThe creation of work log entries is the only workflow triggered by a modifyfunction. When using web services, if there are populated fields in the mainform you want to modify, specify those values in the corresponding webservice fields.
WARNING: If you specify a null value, the null value overwrites the valuecurrently in the form.
Note: There is no returned value to signal that a record has been modified.
Query functionsThe query functions are web service-specific operations.
When using web service functions, you must specify the ticket number onwhich to query(_Query_Service), or a valid AR Systemqualificationif you query from a list of entries(_QueryList_service).
Sample Code
You can see examples of API code in the following AR System referenceguides:
BMC Remedy Action Request System 7.0 C API Reference
AR System 7.0- Integrating with Plug-ins and Third-Party Products
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Incident Management 13
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2Incident Management
You use the interface forms in Incident Management to:
Create or modify an incident.
Query an incident or a list of incidents.
When creating an incident, if necessary, you can also associate the incidentto an existing CI and create a work information entry.
Note: You can also create a work information entry during an incidentmodification.
The following is a list of the web service functions available for IncidentManagement. These functions are described in the rest of this section.
HelpDesk_Submit_ServiceCreates and submits incident tickets withwork information and CI associations.
HelpDesk_Modify_ServiceModifies incident tickets with workinformation.
HelpDesk_Query_Service/ HelpDesk_QueryList_ServiceAllowssearches for specific incident tickets (using the query service) or a set ofincident tickets (using the query list service).
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HelpDesk_Submit_Service
The following tables list the values needed to submit an incident through the
HPD:IncidentInterface_Create form. You can create incident recordseither through web services, or through the interface form.
The following table lists optional input field values.
Table 2-1: Required input field values
DB field on
interface form
Displayed on
web services
Field
value
Notes
z1D_Action Action CREATE Keyword triggers workflow that
initiates the submit operation.
Last_Name Last_Name Used to populate the customer
information section on the
HPD:Help Desk form.
First_Name First_Name Used to populate the customer
information section on the
HPD:Help Desk form.
Status Status
Service_Type Service_Type
Impact Impact
Urgency Urgency
Description Summary Maps to Summary on the
HPD:Help Desk form.
Reported
Source
Reported_Source
Table 2-2: Optional input field values
DB field on interface form Displayed on web services Notes
Detailed_Description Notes
Status_Reason Status_Reason
Assigned Support Company Support_Company Required when
status is set to
greater than or
equal to Assigned.
B C R d S i i
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HelpDesk_Submit_Service 15
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Assigned Support
Organization
Support_Organization Required when
status is set togreater than or
equal to Assigned.
Assigned Group Assigned_Group Required when
status is set to
greater than or
equal to Assigned.
Assigned Group Shift Name Assigned_Group_Shift_Name Required whenstatus is set to
greater than or
equal to Assigned.
Assignee Assignee Required when
status is set to
greater than or
equal to Assigned.Product Categorization Tier 1 Product_Categorization_
Tier_1
Displayed under
the Product
Categorization
section on the
interface and main
forms.
Product Categorization Tier 2 Product_Categorization_Tier_2
Product Categorization Tier 3 Product_Categorization_
Tier_3
Product Name Product_Name
Product Model/Version Product_Model_Version
Manufacturer Manufacturer
Categorization Tier 1 Categorization_Tier_1 Displayed under
the Operational
Categorization
section on the
interface and main
forms.
Categorization Tier 2 Categorization_Tier_2
Table 2-2: Optional input field values (Continued)
DB field on interface form Displayed on web services Notes
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Categorization Tier 3 Categorization_Tier_3
Closure Product Category
Tier1
Closure_Product_Category_
Tier_1
Displayed under
the Resolution
Product
Categorization
Section on the
interface and main
forms.
Closure Product CategoryTier 2
Closure_Product_Category_Tier_2
Closure Product Category
Tier 3
Closure_Product_Category_
Tier_3
Closure Product Name Closure_Product_Name
Closure Product Model/
Version
Closure_Product_Model_
VersionClosure Manufacturer Closure_Manufacturer
Resolution Category Tier 1 Resolution_Category_Tier_1 Displayed under
the Resolution
Categorization
Section on the
interface and main
forms.
Resolution Category Tier 2 Resolution_Category_Tier_2
Resolution Category Tier 3 Resolution_Category_Tier_3
Direct Contact Company N/A
Direct Contact First Name N/A
Direct Contact Last Name N/A
Direct Contact Phone
Number
N/A
Direct Contact Internet
N/A
Direct Contact Organization N/A
Direct Contact Department N/A
Table 2-2: Optional input field values (Continued)
DB field on interface form Displayed on web services Notes
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HelpDesk_Submit_Service 17
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Direct Contact Site N/A
CI Name CI_Name For more
information about
this element, see
Associating
entries with
configuration
items on page 7.
Lookup Keyword Lookup_Keyword For moreinformation about
this element, see
Associating
entries with
configuration
items on page 7.
z1D_WorklogDetails Work_Info_Summary Required forcreating work
information.
z1D_ActivityType Work_Info_Type Optional for
creating work
information.
Defaults to
General
Information if leftnull.
z1D_Secute_Log Work_Info_Locked Optional for
creating work
information.
Defaults to No if
left null.
z1D_View_Access Work_Info_View_Access Optional for
creating work
information.
Defaults to
Internal if left null.
z1D_Details Work_Info_Notes Optional for
creating work
information.
Table 2-2: Optional input field values (Continued)
DB field on interface form Displayed on web services Notes
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The following table lists the fields set through workflow.
z1D_ActivityDate_tab Work_Info_Date Optional for
creating workinformation.
z1D_CommunicationSource Work_Info_Source Optional for
creating work
information.
Flag_Create_Request Create_Request A Yes or No
selection. Used to
automaticallygenerate a request
entry when set to
Yes. For more
information about
this, see Creating
a service request
entry on page 8.
Table 2-3: Fields set through workflow
DB field on interface form Notes
Incident Number
Contact_CompanyCompany
Client Type
Client Sensitivity
VIP
Middle Initial
Priority Set from impact and urgency values.
Priority Weight Set from impact and urgency values.
Person ID
Site Group
Site
Table 2-2: Optional input field values (Continued)
DB field on interface form Displayed on web services Notes
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HelpDesk_Modify_Service 19
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y g g
HelpDesk_Modify_Service
The following table indicates the values required to modify an incidentthrough the HPD:IncidentInterface form. You can modify incident recordseither through web services or the interface form.
When modifying an incident record through web services, observe the
following points:
Site ID
Organization
Region
Desk Location
Mail Station
Internet E-mail
Phone_Number
Department
Reported Date
CC Business Label isCountry Code
Area Business Label isArea Code
Local Business Label isLocal PhoneExtension Business
Incident_Entry_ID
Assignee Login ID Set from the Assignment workflow.
Schema Name Set from the CI Association
Table 2-3: Fields set through workflow (Continued)
DB field on interface form Notes
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All fields mapped with values on the Help Desk form must be populatedby the interface form, otherwise a null value is sent, and the current valuesare overwritten.
The Assignee must be set through the HPD:Help Desk form to move pastthe Assigned status.
Table 2-4: Input fields
DB field on interface
form
Displayed on web
services
Field value Notes
z1D Action Action MODIFY Keyword
triggers
workflowthat initiates
the modify
operation.
Incident Number Incident_Number ID of Incident
to modify
This
qualification
determines
whichincident to
modify.
Company
Impact Impact
Urgency Urgency
Description Summary Appears inSummary on
the Help
Desk form.
Detailed Description Notes Appears in
Notes on the
Help Desk
form.Status Status
Service Type Service_Type
Reported Source Reported_Source
Product
Categorization Tier 1
Product_
Categorization_Tier_1
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z1D_WorklogDetails
Work_Info_Summary Required forcreating work
information.
z1D_Activity_Type Work_Info_Type Optional
creating for
work
information.
Defaults to
General
Information
if left null.
z1D_Secure_Log Work_Info_Locked Optional
creating for
work
information.
Defaults toNo if left null.
z1D_View_Access Work_Info_View_Access Optional
creating for
work
information.
Defaults to
Internal if leftnull.
z1D_Details Work_Info_Notes Optional
creating for
work
information.
z1D_ActivityDate_tab Work_Info_Date Optional
creating forwork
information.
z1D_Communication
Source
Work_Info_Source Optional
creating for
work
information.
Table 2-4: Input fields (Continued)
DB field on interface
form
Displayed on web
services
Field value Notes
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HelpDesk_Query_Service and HelpDesk_QueryList_Service Functions 23
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HelpDesk_Query_Service and
HelpDesk_QueryList_Service Functions
The following two functions are web service specific. To perform a searchoutside of web services, do it directly from the HPD:Help Desk form.
This table lists the output values.
Table 2-5: Input values
Web service field Field value Notes
Incident_Number This is used only by the
HelpDesk_Query_Service
operation.
Qualification AR System qualification This is used only by the
HelpDesk_QueryList_
Service operation.
Table 2-6: Output values
Web service field Notes
Incident_Number Returned only in the
HelpDesk_QueryList_Service.
Status
Status_Reason
Summary
Notes
Service_Type
Reported_Source
Impact
Urgency
Priority
Priority_Weight
First_Name
Contact_Company
Last_Name
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Middle_Initial
VIP
Contact_Sensitivity
Phone_Number
Internet_Email
Company
Organization
Department
Site
Country
Region
CitySite Group
Assigned_Support_Company
Assigned_Support_Organization
Assigned_Support_Shift_Name
Assigned_Group
Assignee
Product_Categorization_Tier_1
Product_Categorization_Tier_2
Product_Categorization_Tier_3
Product_Name
Product_Model_Version
Manufacturer
Categorization_Tier_1
Categorization_Tier_2
Categorization_Tier_3
Closure_Product_Category_Tier1
Table 2-6: Output values (Continued)
Web service field Notes
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HelpDesk_Query_Service and HelpDesk_QueryList_Service Functions 25
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Closure_Product_Category_Tier2
Closure_Product_Category_Tier3
Closure_Product_Name
Closure_Product_Model_Version
Closure _Manufacturer
Resolution
Resolution_Category
Resolution_Category_Tier_2
Resolution_Category_Tier_3
Table 2-6: Output values (Continued)
Web service field Notes
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Problem Management 27
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3Problem Management
This section describes the functions associated with the following ProblemManagement sub-systems:
Problem Investigation Known Error
Solution Database
The following table provides a list of the available web services for eachProblem Management sub-system.
Table 3-1: Available web services
Sub-system Available web services
Problem Investigation Problem_Submit_Service
Problem_Modify_Service
Problem_Query_Service and
Problem_QueryList_Service
Known Error KnownError_Submit_ServiceKnownError_Modify_Service
KnownError_Query_Service and
KnownError_QueryList_Service
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28Chapter 3Problem Management
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You can also add a work information entry at the time you create and modify
any of these records. In the Solution module, you can also add keywords to aSolution record.
When using web services, you can query one, or a set of records from eachsub-system.
Note: The mappings on the PBM:ProblemInterface_Create form are shared
among the Problem Management sub-systems, you must, therefore, becautious about which keywords you send into the action field.
The following is a list of the web service functions available for ProblemManagement. These functions are described in the sections that follow.
Submit (submit with work information, add a keyword in solution
database) Modify (modify with work information, add a keyword in solution
database)
Query/Query List
Add Keyword Service (Solution database sub-system only)
Solution Database Solution_Submit_Service
Solution_Modify_Service
Solution_AddKeyword_Service
Solution_Query_Service and
Solution_QueryList_Service
Table 3-1: Available web services (Continued)
Sub-system Available web services
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Problem Investigation
This section describes how to:
Make and modify problem investigation records.
Query a problem investigation.
Query a list of problem investigations.
You submit Problem Investigation entries through thePBM:ProblemInterface_Create form.
Problem_Submit_Service
This interface form uses shared fields between Problem Investigation,Known Error, and Solution Database.
Successfully creating a Problem Investigation entry through web servicesreturns the newly created Problem Investigation ID.
The following tables describe the values needed to create a ProblemInvestigation entry.
Table 3-2: Required input field values
DB field on interface
form
Displayed on web services Field value Notes
z1D_Action Action PROBLEM Keyword triggers workflow that
initiates the submit operation.First Name First_Name
Last Name Last_Name
Description Summary
Status Status
Impact Impact
Urgency Urgency
Investigation Driver Investigation_Driver
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The following table lists the optional input field values.
Table 3-3: Optional input field values
DB field on interface form Displayed on web services Notes
Detailed Description Notes
Investigation Justification Investigation_Justification
Product Categorization Tier 1 Product_Categorization_
Tier_1
Product Categorization Tier 2 Product_Categorization_
Tier_2
Product Categorization Tier 3 Product_Categorization_Tier_3
Product Name Product_Name
Product Model/Version Product_Model_Version
Manufacturer Manufacturer
Temporary Workaround Workaround
Generic Categorization Tier 1 Generic_Categroization_
Tier_1
Categorization Tier 1 Categorization_Tier_1
Categorization Tier 2 Categorizaiton_Tier_2
Categorization Tier 3 Categorization_Tier_3
Assigned Support Company Problem_Manager_Support_Company
Assigned Support Organization Problem_Manager_Support_
Organization
Assigned Group Problem_Manager_Assigned_
Group
z1D_WorklogDetails Work_Info_Summary Required forcreating work
information.
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T bl O i l i fi ld l (C i d)
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The following table lists the fields set by workflow.
z1D_Problem_
Activity_Type
Work_Info_Type Optional for
creating workinfor-mation.
Defaults to
General Infor-
mation if left
null.
z1D_Secure_Log Work_Info_Locked Optional for
work infor-
mation
creation.
Defaults to No
if left null.
z1D_View_
Access
Work_Info_View_Access Optional for
creating work
information.
Defaults toInternal if left
null.
z1D_Details Work_Info_Notes Optional for
creating work
information.
z1D_Activity
Date_tab
Work_Info_Date Optional for
creating workinformation.
z1D_
CommunicationSource
Work_Info_Source Optional for
creating work
information.
Table 3-4: Fields set by workflow
DB field on interface form
Sys-Problem Investigation ID
Company
Contact Company
Table 3-3: Optional input field values (Continued)
DB field on interface form Displayed on web services Notes
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Table 3 4: Fields set by workflow (Continued)
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Problem_Modify_Service
You search for, then modify, a specific problem using the probleminvestigation ID as the search criteria. Problem modifications are madethrough the PBM:ProblemInterface form.
Requestor Company
Support Organization Requester
Support Group Name Requester
Priority
Priority Weight
Requestor ID
Problem Manager LoginSite ID
Site
Region
Site Group
Phone Number Business
Person ID
Corporate ID
Support Group ID Requester
PBM Location Address
Table 3-4: Fields set by workflow (Continued)
DB field on interface form
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Note: When using web services, you must use the interface form to populateall fields mapped to the Problem Investigation form, otherwise a null valueis sent, and the current values are overwritten.
Table 3-5: Input field values
DB field on interface
form
Displayed on web
services
Field value Notes
z1D_Action Action MODIFY Keyword triggers workflow that
initiates the modify operation.
ProblemInvestigation ID
Problem_Investigation_ID Used as the search criteria.
Description Summary
Detailed_Description Notes Appears in Notes on the PBM:
Problem Investigation form.
Investigation Status Investigation_
StatusInvestigation Status
Reason
Investigation_
Status_Reason
Investigation
Justification
Investigation_
Justification
Investigation Driver Investigation_
Driver
Impact Impact
Urgency Urgency
Product
Categorization Tier 1
Product_
Categorization_
Tier_1
Product
Categorization Tier 2
Product_
Categorization_
Tier_2
Product
Categorization Tier 3
Product_
Categorization_
Tier_3
Product Name Product_Name
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Table 3-5: Input field values (Continued)
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Product Model/Version Product_Model_Version
Manufacturer Manufacturer
Categorization Tier 1 Categorization_
Tier_1
Categorization Tier 2 Categorization_
Tier_2
Categorization Tier 3 Categorization_
Tier_3
Generic
Categorization Tier 1
Generic_
Categorization_
Tier_1
Temporary
Workaround
Temporary_
Workaround
z1D_
WorklogDetails
Work_Info_Summary Required for creating work
information.
z1D_Details Work_Info_Notes Optional for creating work
information.
z1D_Activity Type Work_Info_Type Optional for creating work
information. Defaults to General
Information if left null.
z1D_
ActivityDate_
tab
Work_Info_Date Optional for creating work
information.
z1D_
CommunicationSour
ce
Work_Info_Source Optional for creating work
information.
z1D_Secure_Log Work_Info_Locked Optional for creating work
information. Defaults to No if left
null.
Z1D_View_
Access
Work_Info_View_Access Optional for creating work
information. Defaults to Internal if
left null.
Table 3 5: Input field values (Continued)
DB field on interface
form
Displayed on web
services
Field value Notes
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Problem Query Service and Problem QueryList Service
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Problem_Query_Service and Problem_QueryList_Service
Functions
Both of these functions are web service specific. To perform a search, do itdirectly from the PBM:Problem Investigation form.
The following table lists the output values.
Table 3-6: Input values
Web service field Field value Notes
Problem_Investigation_ID This is used only by
the Problem_Query_
Service operation.
Qualification AR System qualification This is only used by
the Problem_
QueryList_Service
operation.
Table 3-7: Output values
Web service field Notes
Problem_Investigation_ID Returned only in the
Problem_QueryList_Service operation.
Investigation_Status
Investigation_Status_Reason
Investigation_Justification
Investigation_Driver
Summary
Notes
Impact
Urgency
Priority
Priority_Weight
First_Name
Last_Name
Company
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Table 3-7: Output values (Continued)
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Contact_Company
Region
Site_Group
Site
Organization
PBM_Location_Address
Assigned_Support_CompanyAssigned_Support_Organization
Assigned_Group
Assignee
Assigned_Group_Pblm_Mgr
Assignee_Pblm_Mgr
Support_Group_Name_Requester
Support_Organization_Requester
Product_Categorization_Tier_1
Product_Categorization_Tier_2
Product_Categorization_Tier_3
Product_Name
Product_Model_Version
Manufacturer
Categorization_Tier_1
Categorization_Tier_2
Categorization_Tier_3
Ceneric_Categorization_Tier_1
Temporary_Workaround
Web service field Notes
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Known Error records
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Known Error records
This section describes how to make and modify known error records. It alsodescribes how to create a work information entry when creating ormodifying a Known Error record.
Successfully creating a Known Error entry through web services returns thenewly created Known Error ID.
KnownError_Submit_Service
Known Error entries are submitted through thePBM:ProblemInterface_Create form.
Note: This interface form uses shared fields between Problem Investigation,Known Error, and Solution Database.
The following tables describe the values needed to create a Known Errorentry.
Table 3-8: Required input field values
DB field on interface
form
Displayed on
web services
Field value Notes
z1D_Action Action KNOWNERROR Keyword triggers workflow that
initiates the submit operation.
Known Error Status Status
Impact Impact
Urgency Urgency
Description Summary
Detailed Description Notes
View Access View_Access
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Table 3-9: Optional input field values (Continued)
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The following table lists fields set through workflow.
Assigned Support Organization Assigned_Support_Organization
Assigned Group Assigned_Group
Assignee Assignee
z1D_WorklogDetails Work_Info_Summary Required for creating
work information.
z1D_Activity Type Work_Info_Type Optional for creatingwork information.
Defaults to General
Information if left null.
z1D_Secure_Log Work_Info_Locked Optional for creating
work information.
Defaults to No if left
null.
z1D_View_Access Work_Info_View_
Access
Optional for creating
work information.
Defaults to Internal if
left null.
z1D_Details Work_Info_Notes Optional for creating
work information.
Z1D_ActivityDate_tab
Work_Info_Date Optional for creatingwork information.
z1D_
CommunicationSource
Work_Info_Source Optional for creating
work information.
Table 3-10: Fields set through workflow
DB field on interface form
Known Error ID
Priority
Priority Weight
DB field on interface form Displayed on web
services
Notes
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KnownError_Modify_Service
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Known Error modifications are done through thePBM:KnownErrorInterface form. To search for, then modify, a specific
Known Error, use the Known Error ID as the search criteria.When using web services, all fields mapped with values on the Known Errorform must be populated by the interface form, otherwise a null value is sentand the current values are overwritten.
Table 3-11: Input field values
DB field on interface form Displayed on web
services
Field value Notes
z1D_Action Action MODIFY Keyword triggers workflow that
initiates the modify operation.
Known Error ID Known_Error_ID
Know Error Status Known_Error_Status
Status_Reason Status_Reason
Description Summary
Detailed Description Notes
Impact Impact
Urgency Urgency
View Access View_Access
Searchable Searchable
Category Category
Company Company
Product Categorization
Tier 1
Product_
Categorization_Tier_1
Product Categorization
Tier 2
Product_
Categorization_Tier_2
Product Categorization
Tier 3
Product_
Categorization_Tier_3
Product Name Product_Name
Product Model/Version Product_Model_
Version
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Table 3-11: Input field values (Continued)
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Manufacturer Manufacturer
Categorization Tier 1 Categorization_Tier_1
Categorization Tier 2 Categorization_Tier_2
Categorization Tier 3 Categorization_Tier_3
Generic Categorization Tier 1 Generic_
Categorization_
Tier_1Temporary Workaround Temporary_
Workaround
Resolution Resolution
Assigned Support Company Assigned_
Support_Company
Assigned SupportOrganization
Assigned_Support_
Organization
Assigned Group Assigned_Group
Assignee Assignee
z1D_
WorklogDetails
Work_Info_
Summary
Required for creating work
information.
z1D_Details Work_Info_Notes Optional for creating work
information.
z1D_Activity Type Work_Info_Type Optional for creating work
information. Defaults to General
Information if left null.
z1D_ActivityDate_tab Work_Info_Date Optional for creating work
information.
z1D_CommunicationSource Work_Info_
Source
Optional for creating work
information.
DB field on interface form Displayed on web
services
Field value Notes
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Table 3-11: Input field values (Continued)
DB fi ld i t f f Di l d b Fi ld l N t
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KnownError_Query_Service and KnownError_QueryList_ServiceFunctions
These two functions are web service specific. To perform a search outside ofweb services, use the PBM:Known Error form.
The following table lists the output values.
z1D_Secure_Log Work_Info_
Locked
Optional for creating work
information. Defaults to No if
left null.
z1D_View_Access Work_Info_
View_Access
Optional for creating work
information. Defaults to Internal
if left null.
DB field on interface form Displayed on web
services
Field value Notes
Table 3-12: Input values
Web service field Field value Notes
Known_Error_ID This is used only in the
KnownError_Query_Service
Operation.
Qualification AR System qualification This is only used in the
KnownError_QueryList_Service
operation.
Table 3-13: Output values
Web service field Notes
Known_Error_ID Returned only in the
KnownError_QueryList_Service operation.
Summary
Notes
Known_Error_Status
Status_Reason
Impact
Urgency
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Table 3-13: Output values (Continued)
Web service field Notes
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Priority
Priority_Weight
Searchable
Category
View_Access
Company
Product_Categorization_Tier_1Product_Categorization_Tier_2
Product_Categorization_Tier_3
Product_Name
Product_Model_Version
Manufacturer
Categorization_Tier_1
Categorization_Tier_2
Categorization_Tier_3
Generic_Categorization_Tier_1
Temporary_Workaround
Resolution
Assigned_Support_Company
Assigned_Support_Organization
Assigned_Group
Assignee
Support_Company_Pblm_Mgr
Support_Organization_Pblm_Mgr
Assigned_Group_Pblm_Mgr
Assignee_Pblm_Mgr
Web service field Notes
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This table lists the optional input field values.
Table 3-15: Optional input field values
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Solution Database records 45
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Table 3 15: Optional input field values
DB field on interface form Displayed on web services Notes
Status_Reason Status_Reason
Searchable Searchable
Solution_Type Solution_Type
Contact Company Contact_Company
Organization Organization
Department Department
Site Group Site_Group
Site Site
Region Region
Product Categorization Tier 1 Product_
Categorization_Tier_1
Product Categorization Tier 2 Product_Categorization_Tier_2
Product Categorization Tier 3 Product_
Categorization_Tier_3
Product Name Product_Name
Product Model/Version Product_Model_Version
Manufacturer Manufacturer
Categorization Tier 1 Categorization_Tier_1
Categorization Tier 2 Categorization_Tier_2
Categorization Tier 3 Categorization_Tier_3
Assigned Support Company Assigned_Support_
Company
Assigned Support Organization Assigned_Support_
Organization
Assigned Group Assigned_Group
z1D Solution Keyword Solution_Keyword Start workflow to
create a keyword
for the new
solution record.
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Table 3-15: Optional input field values (Continued)
DB field on interface form Displayed on web services Notes
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46Chapter 3Problem Management
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This table lists the fields set by workflow.
z1D_
WorklogDetails
Work_Info_Summary Required for
creating work
information.
z1D_Details Work_Info_Notes Optional for
creating work
information.
z1D_Solution_
Activity_Type
Work_Info_Type Optional for
creating work
information.
Defaults to
General
Information if left
null.
z1D_ActivityDate_tab Work_Info_Date Optional for
creating work
information.
z1D_
Communication_
Source
Work_Info_Source Optional for
creating work
information.
z1D_Secure_Log Work_Info_Locked Optional for
creating work
information.
Defaults to No if
left null.
z1D_View_Access Work_Info_View_Access Optional for
creating work
information.
Defaults to
Internal if left null.
Table 3-16: Fields set by workflow
DB field on interface form Notes
Solution Database ID
Support Group ID Only set if Assigned, Support Company,
Organization, and Group are not null.
p y
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Solution_Modify_Service
Y k difi ti th hth PBM S l ti I t f f T fi d
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Solution Database records 47
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You make modifications through the PBM:SolutionInterfaceform. To find,then modify a specific solution, use the Solution Database ID as the search
criteria.
Note: When using web services, you must use the interface form to populateall fields mapped to the Solution Database form, otherwise a null value issent, and the current values are overwritten.
Table 3-17: Input field values
DB field on interface form Displayed on web
services
Field
value
Notes
z1D_Action Action MODIFY Keyword triggers workflow that
initiates the modify operation.
Solution_
Database_ID
This is a search qualification.
Solution Status Solution_Status
Status_Reason Status_Reason
Solution Description Solution_Summary
Abstract Abstract
Solution Solution
View Access View_Access
Searchable Searchable
Solution_Type Solution_Type
Company Company
Contact Company Contact_Company
Department DepartmentOrganization Organization
Region Region
Site Group Site_Group
Site Site
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Table 3-17: Input field values (Continued)
DB field on interface form Displayed on web Field Notes
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Product Categorization Tier 1 Product_Categorization_
Tier_1
Product Categorization Tier 2 Product_Categorization_
Tier_2
Product Categorization Tier 3 Product_Categorization_
Tier_3
Product Name Product_Name
Product Model/Version Product_Model_Version
Manufacturer Manufacturer
Categorization Tier 1 Categorization_
Tier_1
Categorization Tier 2 Categorization_
Tier_2
Categorization Tier 3 Categorization_
Tier_3
Assigned Support Company Assigned_Support_
Company
Assigned Support
Organization
Assigned_Support_
Organization
Assigned Group Assigned_Group
Assignee Assignee
z1D Solution Keyword Solution_Keyword Used to create a keyword for the
newly created solution record.
z1D_Worklog_Details Work_Info_Summary Required for creating work
information.
z1D_Details Work_Info_Notes Optional for creating workinformation.
z1D_Activity_Type Work_Info_Type Optional for creating work
information. Defaults to General
Information if left null.
z1D_ActicityDate_tab Work_Info_Date Optional for creating work
information.
services value
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Table 3-17: Input field values (Continued)
DB field on interface form Displayed on web
i
Field
l
Notes
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Solution_AddKeyword_Service
This function adds a keyword to the specified solution entry. Use a keywordwhen you want to search the database for a solution entry with a particularsubject.
z1D_CommunicationSource Work_Info_Source Optional for creating work
information.
z1D_Secure_Log Work_Info_Locked Optional for creating work
information. Defaults to No if left
null.
z1D_View_Access Work_Info_View_Access Optional for creating work
information. Defaults to Internal
if left null.
services value
Table 3-18: Input field values
DB field on interface
form
Displayed on web
services
Field value Notes
z1D_Action Action ADDKEYWORD Keyword triggers workflow that
initiates the add keyword
operation.
Solution Database ID Solution_Database_IDz1D Solution Keyword Solution_Keyword
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Solution_Query_Service and Solution_QueryList_Service
Functions
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These two functions are web service specific. To perform a search outside of
web services, use the PBM:Solution Database form.
This table lists the output values.
Table 3-19: Input values
Web service field Field value Notes
Solution_Database_ID This field is used only in the
Solution_Query_Service
operation.
Qualification AR System qualification This field is used only in theSolution_QueryList_Service
operation.
Table 3-20: Output values
Web service field Notes
Solution_Database_ID Returned only in the Solution_QueryList_Service
operation.
Solution_Summary
Solution_Status
Solution_Type
Searchable
View_Access
Abstract
Solution
Company
Contact_Company
Organization
Department
Region
Site_Group
Site
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Table 3-20: Output values (Continued)
Web service field Notes
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Solution Database records 51
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Product_Categorization_
Tier_1
Product_Categorization_
Tier_2
Product_Categorization_
Tier_3
Product_Name
Product_Model_Version
Manufacturer
Categorization_Tier_1
Categorization_Tier_2
Categorization_Tier_3
Assigned_Support_
Company
Assigned_Support_
Organization
Assigned_Group
Assignee
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Change Management 53
Chapter
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4Change Management
You create and modify infrastructure change records using the ChangeManagement interface forms.
When you create an infrastructure change, you can:
Relate the change with an existing CI entry.
Create a work information entry.
When you modifyan infrastructure change, you can also create a workinformation record.
The following is a list of the web service functions available for Change
Management. These functions are described in the sections that follow. Change_Submit_ServiceSubmits change requests with work
information and associates the change with an existing CI.
Change_Modify_ServiceModifies change requests with workinformation.
Change_Query_Service/Change_QueryList_ServiceSearches for a
specific change ticket (the Change_Query_Service) or set of change tickets(the Change_QueryList_Service).
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Change_Submit_Service
To create an Infrastructure Change record, use either web services or use the
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To create an Infrastructure Change record, use either web services or use theinterface form.
The following tables describe the values required to create an InfrastructureChange record using the CHG:ChangeInterface_Create form. These tableslist the interface field value and its corresponding web service value.
This table lists the optional field values.
Table 4-1: Required input field values
DB field on
interface form
Displayed on web
services
Field
value
Notes
z1D_Action Action CREATE Keyword triggers workflow that initiates the
submit operation.
Description Summary
Status Status
Impact Impact
Urgency Urgency
Change Type Change_Type
Timing Change_Timing
Risk Level Risk_Level
Company Company
Location Company Location_Company
First Name First_Name
Last Name Last_Name
Table 4-2: Optional input field values
DB field on interface form Displayed on webservices Notes
Detailed Description Notes Displayed on the main form
as Notes.
Environment
Reason For Change Reason_For_Change
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Table 4-2: Optional input field values (Continued)
DB field on interface form Displayed on web
services
Notes
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Lead Time Lead_Time
Performance Rating Performance_Rating
Business Justification Business_Justification
Product Cat Tier 1 (2) Product_Categ_Tier_1
Product Cat Tier 2 (2) Product_Categ_Tier_2
Product Cat Tier 3 (2) Product_Categ_Tier_3
Product Name (2) Product_Name
Product Model/Version (2) Product_Model_
Version
Manufacturer (2) Manufacturer
Categorization Tier 1 Categorization_Tier_1
Categorization Tier 2 Categorization_Tier_2
Categorization Tier 3 Categorization_Tier_3
Requested Start Date Requested_Start_Date
Request End Date Requested_End_Date
Scheduled Start Date Scheduled_Start_Date
Scheduled End Date Scheduled_End_Date
Actual Start Date Actual_Start_Date
Actual End Date Actual_End_Date
In Production In_Production_Date
Company3 Chg_Manager_Support
_Company
Used for assignment on the
CHG:Infrastructure
Change form.
Support Organization Chg_Manager_Support
_Organization
Used for assignment on the
CHG:Infrastructure
Change form.
Support Group Name Chg_Manager_Support
_Group
Used for assignment on the
CHG:Infrastructure
Change form.
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Table 4-2: Optional input field values (Continued)
DB field on interface form Displayed on web
services
Notes
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This table lists the fields set through workflow.
z1D_WorklogDetails Work_Info_Summary Required for creating work
information.
z1D_Activity Type Work_Info_Type Optional for creating work
information. Defaults to
General Information if left
null.
Secure Work Log Work_Info_Locked Optional for creating work
information. Defaults to No
if left null.
View Access Work_Info_View_
Access
Optional for creating work
information. Defaults to
Internal if left null.
z1D_Details Work_Info_Notes Optional for creating work
information.
z1D_ActivityDate_tab Work_Info_Date Optional for creating workinformation.
z1D_
CommunicationSource
Work_Info_Source Optional for creating work
information.
Phone Number Req_by_Phone_
Number
Not displayed on Main
change form.
Organization Req_By_Organization Not displayed on Main
change form.
Department Req_By_Department Not displayed on Main
change form.
Support Group Name2 Req_By_Group Not displayed on Main
change form.
Table 4-3: Fields set through workflow
DB field on interface form Notes
Infrastructure Change ID
Priority
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RequesterLoginID This is set to $USER$ by default (currently
Table 4-3: Fields set through workflow (Continued)
DB field on interface form Notes
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58Chapter 4Change Management
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Change_Modify_Service
Use the Infrastructure Change ID as the search criteria to find, then modify,a specific change. You perform modifications through theCHG:ChangeInterface form.
Note: When using web services, you must use the interface form to populateall fields mapped to the CHG:ChangeInterfaceform, otherwise a null valueis sent, and the current values are overwritten.
q g y y
not a web service input).
Submitter Set to $USER$.
Table 4-4: Input field values
DB field on interface
form
Displayed on web
services
Field value Notes
z1D_Action Action MODIFY Keyword triggers workflow that
initiates the modify operation.
Infrastructure Change ID Infrastructure_Change_ID Used as the qualification to search
against the main form.Change Type Change_Type
Description Summary
Detailed Description Notes
Change Request Status Change_Request_Status
Status Reason Status_Reason
Impact Impact
Urgency Urgency
Priority Priority
Risk Level Risk_Level
Change Timing Change_Timing
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i i Ti i i Ti
Table 4-4: Input field values (Continued)
DB field on interface
form
Displayed on web
services
Field value Notes
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60Chapter 4Change Management
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Categorization Tier 2 Categorization_Tier_2
Categorization Tier 3 Categorization_Tier_3
Company3 Chg_Manager_Support_
Company
Support Organization Chg_Manager_Support_
Organization
Support Group Name Chg_Manager_Support_
Group
CAB Manager (Change
Co-ord)
Change_Manager
ASCPY Chg_Assignee_Support_
Company
ASORG Chg_Assignee_Support_
Organization
ASGRP Chg_Assignee_Support_
Organization
ASCHG Change_Assignee
ChgImpCpy Chg_Implementer_
Support_Company
ChgImpOrg Chg_Implementer_Support_Organization
ChgImpGrp Chg_Implementer_
Support_Group
ChgImp Change_Implementer
Approval Phase Name Approval_Phase_Name
Earliest Start Date Earliest_Start_Date
Requested Start Date Requested_Start_Date
Requested End Date Requested_End_Date
Scheduled Start Date Scheduled_Start_Date
Scheduled End Date Scheduled_End_Date
BMC Remedy IT Service Management 7.0 Integrations
A t l St t D t A t l St t D t
Table 4-4: Input field values (Continued)
DB field on interface
form
Displayed on web
services
Field value Notes
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Actual Start Date Actual_Start_Date
Actual End Date Actual_End_Date
In Production In_Production
z1D_WorklogDetails Work_Info_Summary Required for creating work
information.
z1D_Details Work_Info_Details Optional for creating work
information.
z1D_Activity Type Work_Info_Type Optional for creating work
information. Defaults to General
Information if left null.
z1D_ActivityDate_tab Work_Info_Date Optional for creating work
information.
z1D_Communication
Source
Work_Info_Source Optional for creating work
information.
z1D_Secure_Log Work_Info_Locked Optional for creating work
information. Defaults to No if left
null.
z1D_View_Access Work_Info_View_Access Optional for creating work
information. Defaults to Internal
if left null.
BMC Remedy IT Service Management 7.0 Integrations
Change_Query_Service and
Change_QueryList_Service Functions
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62Chapter 4Change Management
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The Change_Query_Service and Change_QueryList_Service functions arespecific to web services. To perform a search outside of web services, use theCHG:Infrastructure Change form.
This table lists the output values.
Table 4-5: Input values
Web service field Field value Notes
Infrastructure_Change_ID This is used only by
the Change_Query_
Service Operation.
Qualification Valid AR System qualification This is used only by
the
Change_QueryList_
Service operation.
Table 4-6: Output values
Web service field Notes
Infrastructure_Change_ID Returned only by the
Change_QueryList_Service operation.
Summary
Notes
Change_Type
Change_Request_Status
Status_Reason
Risk_Level
ImpactUrgency
Priority
Company
First_Name
Last_Name
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Phone_Number
Table 4-6: Output values (Continued)
Web service field Notes
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Change_Query_Service and Change_QueryList_Service Functions 63
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OrganizationDepartment
Req_By_Support_Organization
Req_By_Support_Group_Name
Customer_First_Name
Customer_Middle_Name
Customer_Last_Name
Customer_Phone_Number
Customer_Organization
Customer_Department
Location_Company
Region
Site_Group
Site
Chg_Location_Address
Change_Timing
Timing_Reason
Lead_Time
Reason_For_Change
Business_Justification
Environment
Performance_Rating
Product_Cat_Tier_1
Product_Cat_Tier_2
Product_Cat_Tier_3
Product_Name
Product_Model_Version
BMC Remedy IT Service Management 7.0 Integrations
Manufacturer
Table 4-6: Output values (Continued)
Web service field Notes
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64Chapter 4Change Management
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Categorization_Tier_1Categorization_Tier_2
Categorization_Tier_3
Chg_Manager_Support_Company
Chg_Manager_Support_Organization
Chg_Manager_Support_Group
Change_Manager
Chg_Assignee_Support_Company
Chg_Assignee_Support_Organization
Chg_Assignee_Support_Group
Change_Assignee
Chg_Implementer_Support_Company
Chg_Implementer_Support_
Organization
Chg_Implementer_Support_Group
Change_Implementer
Approval_Phase_Name
Earliest_Start_Date
Requested_Start_Date
Requested_End_Date
Scheduled_Start_Date
Scheduled_End_Date
Actual_Start_Date
Actual_End_Date
In_Production
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Asset Management 65
Chapter
BMC Software Inc.
5Asset Management
In Asset Management, web services are used to query and update purchaseorders by way of the AST:PurchaseOrder and AST:PurchaseOrderInterfaceforms. As well, you can update and query specific line items on a purchase
order through the AST:PurchaseOrderLineItems form. You cannot create apurchase order through web services. For information about creatingpurchase orders, see the Asset Management user guide, BMC Remedy AssetManagement 7.0 Users Guide.
The following is a list of the web services available for Asset Management.These web services are described in the sections that follow.
1 AST_PurchaseOrder_WSUpdates and queries both purchase orders with the
date included and purchase order line items.
2 AST_PurchaseOrder_WS_noDate Updates and queries both purchaseorders without the date and purchase order line items.
3 AST:PurchaseOrderInterface_WS Updates and queries purchase orderswith the date, but without purchase order line items.
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AST_PurchaseOrder_WS and
AST_PurchaseOrder_WS_noDate
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66Chapter 5Asset Management
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This section describes the inputs and outputs for the following web services: AST_PurchaseOrder_WS
AST_PurchaseOrder_WS_noDate
Note: With a few noted exceptions, these web services share the samemapping structure. See the Notes column in the following tables for
details about the exceptions.
Qualifications
The qualifications across these two web services differ from each other asdescribed in the following table.
Note: The WebServiceOrder, and OrderConfirmationTypeCode fields appearon the Tracking tab of the AST:PurchaseOrder form.
Table 5-1: Qualifications
Web service Qualifications
AST_PurchaseOrder_WS This function has a value of 1 (Yes) for the
WebServiceOrder field on the
AST:PurchaseOrder form.
For the Get_List_Of_New_Pos functions,
you must set the
OrderConfirmationTypeCode field to
null on the AST:PurchaseOrder form.
AST_PurchaseOrder_WS_noDate This function has a value of 0 (No) for the
WebServiceOrder field on the
AST:PurchaseOrder form.
For the Get_List_Of_New_Pos functions,
you must set theOrderConfirmationTypeCode field to
null on the AST:PurchaseOrder form.
BMC Remedy IT Service Management 7.0 Integrations
Update_PO_Confirmation
Use the Update_PO_Confirmation function to update information about aspecific purchase order and its set of line items. The following table describesthe field values required to use this function.
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q
Table 5-2: Input field values
Field DB name on form Displayed on web services Notes
N/A POID Qualification to
search on.
Supplier Name+ Supplier Used in AST_
PurchaseOrder_
WS qualificationonly.
PO Number PONumber
Freight Terms Freight Terms
Ship Via ShipVia
Shipping Options ShippingOption
currencyValue ShippingCost.MonetaryAmount Shipping &
Handling field on
AST:
PurchaseOrder.
currencyCode ShippingCost.CurrencyCode Shipping &
Handling field on
AST:
PurchaseOrder.
Tax Rate TaxRate
OrderConfirmationType
Code
OrderConfirmationTypeCode
AST:PurchastLineItem getListValues Line items are a
subset of a purchase
order. A one-to-many relationship
is defined for line
items to purchase
orders.
instanceId ItemID
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currencyValue UnitPrice.MonetaryAmount
currencyCode UnitPrice.CurrencyCode
Table 5-2: Input field values (Continued)
Field DB name on form Displayed on web services Notes
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68Chapter 5Asset Management
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Get_Specific_PO
This function returns the values of a specific purchase order and its lineitems.
This table lists the output field values.
y y
Table 5-3: Input field values
Displayed on web services Notes
PONumber Qualification on which to search.
Supplier
Table 5-4: Output field values
Displayed on web services Notes
POID
PONumber
POStatus
DateOrdered
Supplier
Buyer
NotesToSupplier
FreightTerms
ShipVia
ShippingOption
ShippingCost.MonetaryAmount
ShippingCost.CurrencyCode
TotalPrice.MonetaryAmount
TotalPrice.CurrencyCode
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BillingTo.AddressLine1
BillingTo.AddressCity
Table 5-4: Output field values (Continued)
Displayed on web services Notes
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AST_PurchaseOrder_WS and AST_PurchaseOrder_WS_noDate 69
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g y
BillingTo.AddressState
BillingTo.AddressPostalCode
BillingTo.AddressCountry
ShippingTo.AddressLine1
ShippingTo.AddressCity
ShippingTo.AddressState
ShippingTo.AddressPostalCode
ShippingTo.AddressCountry
Item Line items on a purchase order. It has a
one-to-many relationship with purchase
order.
ItemID
PartNumber
ItemDescription
ItemStatus
Quantity
ProductUnitOfMeasureCode
UnitPrice.MoneteryAmount
UnitPrice.CurrencyCode
QuoteNumber
Taxable
BMC Remedy IT Service Management 7.0 Integrations
Get_List_Of_New_POs
This function returns the values for a list of purchase orders and its lineitems.
Table 5-5: Input field values
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70Chapter 5Asset Management
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This table lists the output field values.
Displayed on web services
Supplier
Table 5-6: Output field values
Displayed on web services Notes
POID
PONumber
POStatus
DateOrdered Only displayed in the
AST_PurchaseOrder_WS web service.
Supplier
Buyer
NotesToSupplier
FreightTerms
ShipVia
ShippingOption
ShippingCost.MonetaryAmount
ShippingCost.CurrencyCode
BillingTo.AddressLine1
BillingTo.AddressCity
BillingTo.AddressState
BillingTo.AddressPostalCode
BillingTo.AddressCountry
ShippingTo.AddressLine1
ShippingTo.AddressCity
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ShippingTo.AddressState
ShippingTo.AddressPostalCode
Table 5-6: Output field values (Continued)
Displayed on web services Notes
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AST_PurchaseOrderInterface_WS 71
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AST_PurchaseOrderInterface_WS
The purchase order interface web service lets you modify and query purchaseorder records through an interface form. The AST_PurchaseOrder_WS andAST_PurchaseOrder_WS_noDateweb services also perform these functions,but interact directly with the AST:PurchaseOrder form.
ShippingTo.AddressCountry
OrderConfirmationTypeCode
Item Line item for purchase order. It has a one-
to-many relationship with purchase
order.
ItemID
PartNumber
ItemDescription
ItemStatus
Quantity
ProductUnitOfMeasureCode
UnitPrice.MoneteryAmount
UnitPrice.CurrencyCode
QuoteNumber
Taxable
BMC Remedy IT Service Management 7.0 Integrations
PO_Modify_Service
This function updates a purchase order by way of theAST:PurchaseOrderInterface form. You cannot update the line items for apurchase.
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72Chapter 5Asset Management
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Table 5-7: Input field values
DB field on interface form Displayed on web
services
Notes
N/A POID A qualification to search
on.
N/A Supplier Used for qualification.
Requisition ID Requisition_ID
PO Number PONumber
Notes to Supplier NotesToSupplier
Status Status
WebServiceOrder
Buyer Buyer
Date Ordered Date_Ordered
Payment Terms Payment_Terms
Tax Rate Tax_Rate
BillToAddr_City_Name+ BillToAddr_City_Name
BillToAddr_Country BillToAddr_Country
BillToAddr_PostalCode+ BillToAddr_PostalCode
BillToAddr_State/Prov BillToAddr_State_Prov
ShipToAddr_Street ShipToAddr_Street
ShipToAddr_City_Name+ ShipToAddr_City_Name
ShipToAddr_Country ShipToAddr_Country
ShipToAddr_PostalCode+ ShipToAddr_PostalCode
ShipToAddr_State/Prov ShipToAddr_State_Prov
ShipToAddr_Street ShipToAddr_Street
BMC Remedy IT Service Management 7.0 Integrations
PO_Query_Service
The PO_Query_Service function returns a specific purchase order by way ofthe AST:PurchaseOrderInterface form.
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Note: A query cannot return line item values for a purchase order.
This table lists the output field values.
Table 5-8: Input field values
Displayed on web services Notes
Order_ID Used as a qualification.
Table 5-9: Output field values
Displayed on web services Notes
Order_ID
PO_Number
Status
Supplier_Name
Buyer
Notes_to_Supplier
Freight_Terms
Payment_terms
ShippingVia
ShippingOptions
OrderConfirmationTypeCode
BillToAddr_City_Name+
BillToAddr_Country
BillToAddr_PostalCode+
BillToAddr_State/Prov
ShipToAddr_Street
ShipToAddr_City_Name+
BMC Remedy IT Service Management 7.0 Integrations
ShipToAddr_Country
ShipToAddr_PostalCode+
Table 5-9: Output field values (Continued)
Displayed on web services Notes
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74Chapter 5Asset Management
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PO_GetListofNewPO_Service
The PO_GetListofNewPO_Service function returns a group of purchaseorders by way of the AST:PurchaseOrderInterface form.
Note: This function cannot return the line item values for a purchase order.
This table lists the output field values.
ShipToAddr_State/Prov
ShipToAddr_Street
Table 5-10: Input field values
Displayed on web services Notes
Qualification A valid AR System qualification.
Table 5-11: Output field values
Displayed on web services Notes
Order_ID
PO_Number
Status
Supplier_Name
Notes_to_Supplier
BuyerDate_Ordered
Freight_Terms
Payment_Terms
OrderConformationTypeCode
BMC Remedy IT Service Management 7.0 Integrations
ShipVia
Shipping_Options
BillT Add Ci N
Table 5-11: Output field values (Continued)
Displayed on web services Notes
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AST_PurchaseOrderInterface_WS 75
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BillToAddr_City_Name
BillToAddr_Country
BillToAddr_PostalCode
BillToAddr_State/Prov
ShipToAddr_Street
ShipToAddr_City_Name
ShipToAddr_Country
ShipToAddr_PostalCode
ShipToAddr_State/Prov
ShipToAddr_Street
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Chapter
6k
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Task Management 77
p
BMC Software Inc.
6Task Management
You use the TMS:TaskInterface form in Task Management to:
Query tasks, relationships, and work information.
Update tasks and work information
The TMS:TaskInterface form is a self join of the TMS:Task form thatprovides the filter (server side) functionality available with TMS:Task. It isused extensively to support web services.
Web services is just one of the protocols that leverages this interface form.You can use the TMS:TaskInterface form with other protocols (API, otherAR System applications, and so on) to perform specific operations. But by
itself, the interface form does not support the Relationships and WorkInformation actions that are available through the web service operations.
Web service function overview
The TMS_TaskInterface (TMS) web service performs task queries andupdate operations, including creating relationships and work information.
The TMS web service facilitates the exchange of data between the ChangeManagement and BMC Configuration Management applications.
BMC Remedy IT Service Management 7.0 Integrations
The TMS_TaskInterface web service is used to let BMC ConfigurationManagement query and update tasks. A back-end task web service interfaceform acts as a web service interface into the task entry. This form handlesboth returning values for queries from BMC Configuration Managementand updating data directly to the task entry. It also handles updating data that
is related to the task entry, such as work information or associations.
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78Chapter 6Task Management
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The TMS_TaskInterfaceweb service is a complex web service with sixoperations. It is based on the TaskInterface.xsdXML Schema, which is alsoprovided if advanced users want to extend and modify the out-of-the-boxweb service. For more information about web services, see the BMC RemedyAction Request System 7.0 Integrating with Plug-ins and Third-Party Productsguide.
The following is a list of the web service functions available for TaskManagement. These functions are described in the sections that follow.
QueryTaskPlusRelationshipsAndWorkInfoReturns most detailedinformation. Queries tasks, relationships, and work information.
QueryTaskOnlyQueries only tasks.
QueryTaskPlusWorkInfoQueries tasks and work information.
QueryTaskPlusRelationshipsQueries tasks and CI relationships.
UpdateTaskOnlyUpdates only tasks.
UpdateTaskAndWorkInfoUpdates tasks and work information.
In the four query operations and in the UpdateTaskOnlyoperation, the input
parameter is the Task ID.For the UpdateTaskAndWorkInfooperation, the mai